If it hasn't already, artificial intelligence (AI) is coming to your contact center -- and not just in the form of the ubiquitous chatbots that pop up with their friendly greetings on the company sites you visit. Those can be helpful in many ways, yes… but the full benefits of AI come in its infusion throughout the contact center process. One of the biggest challenges you'll face is selecting the right AI solution for your operation. Your best bet is to evaluate how well it 1) converses with customers and 2) assists human agents when the self-service interactions become too complex for a virtual agent to complete on its own. And, of course, you'll want to make sure the AI solution you select integrates seamlessly with your existing contact center technology.
Data leads to better experiences. In today's chaotic consumer landscape, businesses are dealing with endless customers who demand more personalised, relevant, and engaging experiences. They don't want one-size-fits-all interactions; they want the advisers that they deal with to understand who they are and what they need from the moment that they pick up the phone. Obviously, delivering the kind of experiences that customers want would be in possible in a traditional legacy contact centre. However, today, artificial intelligence and automation are beginning to unlock new opportunities for the modern adviser.
The differences between a virtual agent and a chatbot are actually bigger than you might think. To help distinguish between the two technologies, it's helpful to draw a parallel with another popular technology--the smartphone. When it comes to understanding the difference between chatbots and virtual agents, there are parallels to the evolution of a technology that has evolved significantly and is not referred to differently than it used to be--the smartphone. Fewer and fewer people regularly use the words'telephone' and'smartphone' interchangeably anymore, primarily because they are technically and functionally referring to two very different devices. Both a phone and a smartphone can be used to make calls, but that's where the similarities stop.
IBM Watson Virtual Agent is a set of preconfigured cognitive components based on the IBM Watson Conversation service. By configuring the virtual agent with your company's information, you can quickly implement an automated chat bot that enables your customers to achieve their goals. The established model of creating a digital or virtual agent requires experienced developers with a highly specific skill set to create complex systems that rely on custom – and often cumbersome – rules. Watson Virtual Agent allows businesses to simply build and deploy conversational agents. Watson Virtual Agent helps accelerate users' ability to deploy bots, including pre-trained cross-industry content, with minimal configuration, simplifying the process for both seasoned developers or users without formal technical training.
Enterprises using Cisco's UC and CC offerings can upgrade their IVRs to Intelligent Virtual Agents without "ripping and replacing" existing software and equipment SAN FRANCISCO, CA – (September 17, 2019) – Inference Solutions, a global provider of Intelligent Virtual Agents (IVAs) for sales and service organizations, today launched new solutions that extend the self-service capabilities of Cisco Unified Communications Manager (UCM), Unified Contact Center Enterprise and Unified Contact Center Express (UCCE/X). Enterprises using these on-premise solutions can now easily upgrade their existing IVRs with cloud-based virtual agents powered by conversational AI. With Inference, IT organizations do not need to "rip and replace" their existing Cisco platforms to move their IVRs to the cloud. They can continue using UCM and UCCE/X while deploying cloud-based virtual agents managed by Inference, enjoying the benefits of an advanced self-service solution without installing the software, hardware or equipment required to run it. When organizations are ready to move their on-premise Cisco users to a cloud-based solution, their virtual agents will easily make that transition.